Xon Bet Casino - Тегленето на играча се забавя от казиното.

Xonbet casino is intentionally delaying the payment of my win. They keep asking for new documents, I have already sent them everything I have including my work permit, payslip and work contract, they refuse to verify them asking for the same documents multiple times and in multiple formats.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly.

• Could you please list which documents you have already provided, and when exactly you sent the last one?
• Has the casino approved some documents and rejected others?
• Could you please share with me your recent communication with the casino regarding the verification requirements? Send emails or chat transcripts to my email at [email protected], or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

I sent them my driver's licence, passport, proof of address I think, also they asked for my work permit, payslip and work contract. They kept asking me to send the same document in a different format, first they wanted pdf only, then they asked for a photo of it, then they reject that and ask for a pdf again. They never said what was approved or not, now they're saying they're still checking. Not sure what else is there to check especially because this has been going on since September.

Thanks for sharing this information with me.

• Did the casino conclude the verification of your account and process your payout?
• Please share any news regarding the issue with me.

Thanks in advance for your reply.

No news, I haven't received any emails from them and on site it says my verification is still pending

Dear mariiao,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Hadi ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello mariiao,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear mariiao,

It’s a pleasure to e-meet you. My name is Hadi, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Xon Bet Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Xon Bet Casino,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's withdrawal.

Thank you in advance for your cooperation and prompt response.

Best regards,

Hadi

Dear Hadi,

The user currently has an active verification in progress. The previous documents were rejected because the user uploaded an incorrect proof of payment. The screenshots did not include the email address. Support has informed the user about the exact requirements. The user has now uploaded the documents and they are pending review.

They keep rejecting everything I send them, just got a rejection email again. Here is my deposit and mifinity profile they asked for. Also they kept asking for the same document in different formats and then rejecting it again

Dear mariiao,

Thank you for your update and for sharing the documents you submitted.

I understand that it is frustrating to receive repeated rejections, especially when you believe you have provided everything requested. Let’s try to clarify this step carefully so we can avoid further back-and-forth.

Dear Xon Bet Casino,

To help resolve this efficiently, could you please provide a clear and detailed explanation of what is currently missing or incorrect in the submitted proof of payment?

Kindly specify exactly what must be visible on the document or screenshot (for example: full name, registered email address, transaction ID, date, amount, payment method details, etc.). This will ensure the player knows precisely what to submit and prevent further misunderstandings.

mariiao, once the casino confirms the exact requirements, please submit one complete document that includes all requested elements in a single screenshot or file, without cropping or editing.

Let’s focus on completing the verification properly so the withdrawal can proceed smoothly.

Kind regards,

Hadi

Dear Hadi,

Please note that the user was asked to confirm their Mifinity payment method. This is not a separate transaction, but Mifinity account details. 

To verify this payment method, we need two screenshots:

- The first one showing the account holder's name and phone number.

- The second one showing the account's email address. 

At the moment, the user has only provided the first screenshot, and we are also waiting for the second one to verify the payment method. 

The user has not yet re-uploaded the documents, so we are asking them to provide the relevant screenshot with their email address and a screenshot with their name and phone number so that we can verify their account. If you have any further questions, we will be happy to help. 

Here I tried to upload these screenshot to verification tab again and got this

Dear Hadi,

We are happy to inform you that the user has successfully passed verification and their withdrawal request has been processed on our end and is now in "successful" status.

Thank you for your cooperation. 

Hadi, thank you for helping me out with this situation, they finally verified my account and paid out my money, this has been resolved

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear mariiao,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Hadi